Remote Client Success Architect for Municipal Tech

Town-Web; United States; Remote; USD 50,000 - 80,000; Full time

Job summary

Town Web is seeking a Client Success Specialist to build strong relationships with municipal clerks and government teams, guiding them from initial contact through resolution. You will work closely with our product teams to ensure a smooth, personal experience for each client and contribute to improved documentation and product quality.

You will own client conversations, document issues, coordinate with developers, and help clients onboard across Town Web, HeyGov, and ClerkMinutes.

Responsibilities

• Delight clients: Make every interaction feel personal, warm, and unhurried, especially for less technical users who would rather talk to a person than read a help article.
• Own the problem from start to finish: Be the named owner on an account, provide regular updates until the client says it is fixed.
• Diagnose, then escape: Determine which product layer an issue lives in, reproduce it with steps, and file it so a developer can act without follow-up questions.
• Knowledge base and AI support: Maintain the help center and write troubleshooting guides to distinguish look-alike problems.
• Support and onboarding: Help new clients through onboarding with Town Web, HeyGov, and ClerkMinutes.

Job description

Town Web is seeking a Client Success Specialist to build strong relationships with municipal clerks and government teams, guiding them from initial contact through resolution. You will work closely with our product teams to ensure a smooth, personal experience for each client and contribute to improved documentation and product quality.

You will own client conversations, document issues, coordinate with developers, and help clients onboard across Town Web, HeyGov, and ClerkMinutes.